National Westminster Bank Plc

Financial Ombudsman decision DRN-3712325 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Wed Oct 19deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Treatment in financial difficulty, Service failure

In the Ombudsman’s words

Mrs N complains National Westminster Bank Plc (NatWest) didn’t apply a six-month payment holiday to her personal loan account.Treatment in financial difficulty

NatWest could have provided better customer service. NatWest apologised and offered Mrs N a further £100 compensation in recognition of the inconvenience their service failings caused her.Service failure

Rules cited

FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3712325.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.